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IMPORTANCE-PERFORMANCE ANALYSIS OF CITIZEN SATISFACTION SURVEYS

โœ Scribed by GREGG G. VAN RYZIN; STEPHEN IMMERWAHR

Book ID
110997672
Publisher
John Wiley and Sons
Year
2007
Tongue
English
Weight
122 KB
Volume
85
Category
Article
ISSN
0033-3298

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Customer satisfaction is a key dimension driving business outcomes and performance of processes in service and product organizations. Measuring customer satisfaction is typically based on selfโ€declared or interviewโ€based questionnaires where users or consumers are asked to express opinions on statem